NetStar-1Service Desk Support
NetStar-1’s mature approach to service desk support minimizes disruption to overall business operations while maximizing customer satisfaction. Service desks are the front line of customer satisfaction, and the most frequently cited source of frustration for IT end users. We provide exceptional service desk support using ITIL and ISO 20000 best practices. We assist users with a wide variety of software and hardware issues in support of complex, mission-critical IT systems, and we’ve proven our approach at agencies across the Federal Government.
Our mature service desk processes are designed to provide rapid, reliable support compliant with service level agreements. We bring the knowledge, experience, and tools necessary to achieve positive change, and align our clients’ business and IT strategies with their overall organizational mission. By implementing and tailoring best practices, including ITIL and ISO 9001:2008, NetStar-1 has achieved ISO 20000 certification companywide. We invest in training for our staff, and the majority of our IT personnel hold ITIL, PMI, and Help Desk Institute certifications.
Why Choose NetStar-1?
We supported the National Labor Relations Board Service Desk during its transition from Windows 2000 to Windows XP, and in its upgrade from Office 2000 to Office 2003. The service desk activity went from 2,000 to 6,000 calls per month, while maintaining a 98% customer satisfaction rating.
NetStar-1 maintains a customer-focused approach in each engagement to provide:
- Single point of contact for improved service and efficiency.
- Focus on first-call resolution to enhance the customer experience.
- Dashboard-based metrics reporting for complete visibility into service desk performance.
- Identification and prediction of trends using knowledge bases and proactive problem management.
- Cost reductions through new efficiencies and reduced staffing.
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NetStar-1 Solutions
Service Desk Support Services
- 24/7/365 Tier 1, 2, 3 Support for Hardware, Software, and Telecommunications
- Configuration and Change Management
- Restoration Services
- Performance Metrics Tracking, Analysis, and Reporting
Service Desk Tools
- Remedy
- HEAT
- ITIL CMDB
- Microsoft SMS and SharePoint
- DameWare Remote Control
Cultivate Your Career
At NetStar-1, employees at all levels can grow, learn, and lead.
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